Manager, Customer Order Solutions

This position is located in Hunt Valley, MD. This position has responsibility for managing Food Away from Home and PepsiCo Customer Order Solutions organization. Responsibilities to include managing, executing and administrating the strategy and operations for this department, as well as driving efficient practices to optimize and streamline processes, and monitor/measure activity to ensure customer service levels are meeting business until objectives. This position facilitates and provides leadership with regards to communications between business partners, ensuring operational execution, and overall leadership to a specific portfolio of customer service personnel. This role is expected to communicate key findings and observations within the organization that informs executive decisions with respect to sales opportunities and risks.

Key Responsibilities

• Develop and maintain metrics and reporting to ensure consistent performance attainment. Manage customer service activities to ensure the execution of business unit and/or customer specific service levels. Serve as primary contributor to month end/quarter close activities. Analyze and present critical month-end risks, opportunities and other findings to senior leaders for executive action.
• Recommend, develop and implement programs and procedures governing the manner in which customer service activities will be conducted. Provide ongoing process improvement and project support, identify and communicate potential solutions to the anticipated risks and suggest potential responses, actions and resources required that might mitigate these risks or otherwise prepare the organization for the impact.
• Provide leadership, support and training to develop customer service personnel.
• Set annual goals and provide strategic planning to achieve departmental and functional goals that are aligned with business partner objectives.
• Act as liason between Customer Service Organization and business until leadership personnel within the Sales/Supply Chain/organizations.

Required Qualifications

• Bachelor’s Degree in Business, Supply Chain or related. 10 years of experience in lieu of degree
• 6+ years Business experience, 2+ years supervisory experience (required), SAP/ERP working knowledge (required). Knowledge of the North American Consumer customer base - Branded Retailers/distributors (preferred). Knowledge of Manufacturing processes, inventory management, warehouse and distribution.
• Ability to work with internal and external customers to resolve issues and achieve positive outcomes.
• Effective communication skills that allow for collaboration with business partners.
• Ability to effective lead others and implement change. Regular interaction with internal customers including Vice Presidents and Directors with Sales, Finance and Supply Chain. Daily interaction with business partners: Sales, Supply Chain (Demand/Supply representatives) within Plants, Distribution Centers, Quality, Global Enablement and Pricing for ongoing communication and alignment.
• Influential relationship skills at all levels and the ability to use these relationships to deliver service improvements. Position reports to Director, NA Consumer Customer Service and interacts regularly with SOTC Lead and other SOTC Managers (Supply Chain, AR, Logistics).
• Team Leadership - Excellent skills in communication, problem solving, interpersonal and strategic thinking. Project Management - able to lead mid-sized projects with little formal oversight.

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